Strengthening your relationships with your customers is an important part of building a successful business. In this age of social media, anyone will any time go online and will share their experience with your company be it a happy customer or an unhappy one. It’s your duty to look after them and do not give them the reason to complain. Therefore it is even more important than ever before to build a relationship of love with your customers, many companies do not realize the consequences associated with neglecting this fact and suffer later. Your customers will build up positive word of mouth which is definitely going to be a priceless experience for you.
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It’s a good time that you solidify your relationship with your customers to build a good repute for your business. Here are some simple ways that will take you through the process.
1. Interact Genuinely
Talk to your customers like you would in person; do not sound like you are answering in a press talk. Address the customer by name; introduce yourself in the beginning of the conversation to make it more personal and genuine. Do not act like a faceless business, instead talk with your customers as someone representing the company. You will notice examples on Facebook and Twitter where you can actually tell between forced and genuine talk with customers. Positive word of mouth is the best thing your customers can give you in return of your great service. They tell more people about how their experience was with you and you will grow both in the revenue and trust.
2. Respect Your Customers
There are bad times when customers experience rude, bad or annoying customer service and more than half of them tell their friends. This is exactly how negative word of mouth can work against your company’s reputation. The solution is to be respectful and patient with your customers. They are going to be rude or angry at you while they face a problem with your company, bear with them. Listen to them with patience, keep your cool and guide them correctly and do not back off without satisfying them with a solution.
3. Build a Two Way Communication
Take your customer’s feedback seriously and take reasonable steps to eliminate their problems. What’s the point of listening if you do not intend to act upon their feedback? Be transparent, keep a report on how things went out for you one year, how you can plan to do in the future to improve your company and finally ask for customers’ feedback.
4. Listen to Your Customers
When you can achieve that two-way dialogue process with your customers, the next step is to truly listen to them. Listen to what feedback they have to give you regarding your services and if there is something that you can change about your company in view of your customers’ feedback, do that. Companies exist because and for the people, if you stop paying heed to their advices, you won’t do any good to improve your brand.
5. Offer Ongoing Support
Now you have understood the main reason behind losing your customers is bad customer service from companies. Do everything you can to provide excellent service and don’t just stop there, offer ongoing support. There is no reason to slow down on providing great customer service. Besides solving their issues, offer them discount coupons, giveaways and contests to keep them engaged with your brand.
6. Build Trust
Building trust among your customers isn’t done easily but losing the trust is very easy. It takes 12 positive services experiences for a customer to make up for one bad one but still you don’t get their trust completely, once lost it’s usually gone for good. They will keep giving priority to other companies over you once you have made a mishap. Go slowly while making changes with your products/services because customers are already accustomed to what you’ve already got.
7. Be Honest
Be transparent in what you do with your brand and policies. Don’t hide your policies, don’t fear the feedback and don’t keep your employees a secret. It is a must in this digital age; you cannot survive the competition while you hide your policies from your customers. This is the only way to get your customers’ attention, love and genuine following.
8. Follow Up on Promises
Your word is your bond with your customers. Fulfilling the promises you make helps you show the transparency of your brand which will eventually help in building up trust. Set realistic goals that you can achieve and be consistent in your message.
9. Recognize Responsibility
No matter what the condition is the customer is always right. This is a golden rule to lead your business throw growth process, right from customer service, user experience and product development.
10. Show Gratitude
Lastly, always say “Thank you.” Be appreciative to your customers for taking out the time with them and pointing out the issue.10 Ways to Make Customers Fall in Love with Your Business by Fizzah Iqbal